ITSM Account Management

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The ITSM account management process refers to the interaction between customers/business users and IT staff. Some mature IT organizations have introduced a formalized account management process in order to assure business users with high service and to shield IT staff by priorizing user input.

Account management activities are sometimes handled by IT managers or analysts, while other organizations merge the process with the helpdesk.

Process Input



Process Output


  • Priorization of RfCs and other tickets.
  • Completed information of RfC etc. - account managers have added context information to customer requests, so that they are directly processable by IT staff.


Process Indicators

  • Number of RfCs and other tickets processed
  • Customer satisfaction
  • Number of tickets rejected by IT because they need clarification
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